Refund policy
Return & Refund Policy
Every Ouais piece is made to order just for you. Because of that, we can't accept returns or exchanges for the wrong size, the wrong color or a change of mind. Please check the size chart on the product page before ordering. But if something is wrong with your order, we'll make it right.
Damaged, defective or wrong item
If your order arrives damaged, has a production defect or isn't what you ordered, email us at info@ouaisdesigns.com within 30 days of delivery. Include:
- Your order number
- A clear photo showing the issue (and the product label if it's the wrong size or item)
We'll send you a free replacement or a full refund. You don't need to send the item back.
What isn't a defect
Embroidery is stitched thread, so every piece is slightly unique. These are normal and not considered defects:
- Slight variations in stitch density or texture
- Embroidery backing visible on the inside of the shirt
- Measurements within 1 inch of the size chart
Lost packages
If your order hasn't arrived within 30 days of shipping (US & EU) or 45 days (international), email us within 7 days after that. If the package is confirmed lost and the address was correct, we'll send a free replacement.
Incorrect address / returned to sender
If a package is returned because the address provided at checkout was incorrect or incomplete, we can reship it once you pay the cost of a new shipment, or issue a partial refund.
Cancellations
Orders go into production quickly. If you need to cancel or change your order, email us right away. We can only make changes before production has started.
Refunds
Approved refunds go back to your original payment method. Depending on your bank, please allow 5–10 business days for them to appear.
Contact
Questions about an order? Email info@ouaisdesigns.com with your order number and we'll get back to you within 1–2 business days.